COVID-19 has changed workplaces permanently, and the call centre is no exception. Across Asia, where…

It’s often said that to succeed, Customer Experience practitioners need a unique blend of resilience,…

Customer happiness and customer retention are closely intertwined. NPS and CSAT are two of the…

Most executives will readily say ‘our people’ are vital to the success of the business.…

The COVID 19 crisis has dramatically changed customer journeys and what brands need to do…

Over the last decade numerous technology vendors have hitched their wagons to the term Customer…

When was the last time you were really impressed by a brand’s customer service team?…

For many customer support teams, volume has skyrocketed over the past few weeks, making it…

In the wake of the changes wrought by the COVID crisis and social distancing measures…

Staying in touch with what customers and employees are saying about their experiences with brands…